It may seem counter-intuitive, but the customers that contact you with complaints are usually wide open to becoming your biggest fans. The reason for this is simple: Most customer service in the world is lackluster at best. Having a great customer support team will immediately distinguish your company from its competitors.
Good Vs. Bad Customer Service
For example, let’s look at a customer who purchased a product and is not happy with it. They call the customer service department and say that the product is not working as intended. A normal customer service process would involve them being placed on hold for a long time or talking to a robotic voice for a while before even getting to a real company employee. That company service representative may say there is nothing they can do, or suggest that the customer is using the product incorrectly. This will not make the customer happy and they are unlikely to return.
In contrast, what if the customer service experience is exceedingly positive? If the customer calls in and is immediately greeted by a friendly customer service representative, they will already think that your company is treating them well. If the representative offers helpful advice that respects the customer’s intelligence and suggests that a refund is available, the customer will walk away with a positive impression.
The next time the customer is talking with a friend about your company, that customer service experience will be the first thing to come to mind. They expected to be put on hold and argue for a refund, but instead they were greeted immediately and given the kindness and attention they deserved. This will be one happy customer and they will be sure to let other people know.
Making Good Customer Service a Habit
Making good customer service a habit involves routine attention to this department. Ask customers for feedback on the customer service experience and act upon that feedback. Regularly review best practices with your customer service representatives. Take care to hire the best possible employees for this area of your business.
It can be tempting to stop paying attention after you get a good customer service department set up. Do not fall into this trap. It is critical to continue to get feedback from customers and employees as time goes on so that your customer service department keeps up with the rest of the company.
When in doubt, keep in mind the golden rule: The Customer Is Always Right. Even if the customer seems misinformed, do not challenge their intelligence or allow representatives to argue over small details. Keep the focus on gently guiding customers towards healthy solutions where everybody wins. In the end, if a customer is truly unhappy, a refund will always be cheaper than the cost of bad word-of-mouth.
Funding Great Customer Service
Many companies have built an entire brand on good customer service, but this certainly requires money and effort to get started. After all, most new businesses are so focused on product development and marketing that they simply don’t have the time or money to train and uphold a quality staff of customer service representatives.
Rather than let this aspect of your company go neglected, it is a wise choice to seek funding that will enable you to give your customers the service they deserve. After all, these are people who have already paid for your service or product and should be considered your most valuable asset. Business Credit and Capital is one example of a service that can get your company the funding it needs to establish a top-notch customer service team.
It can be crucial to find a business lender who can provide you with the tools you need to make this part of your company as good as possible. Services such as Business Credit and Capital who have easy application processes and decades of experience can be a serious boon to any new business in this situation. Give your customers the attention they deserve and your company will reap the benefits for many years to come.